Date Received: 2021-07-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been contacting LOANCARE for 8 weeks requesting a 90 day forbearance. My loan is Fannie Mae owned and even the customer service representations at LOANCARE have verified that I am qualified for the 90 day extension. But they say a " team leader/supervisor '' in collections must issues the extension. I sent emails on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX with all necessary info. and the request and that fact that they were not responding. I made calls on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX also explaining he situation and their lack of response. @ times i was told my issue had been " elevated " and 3 times I requested to speak with a " team leader/supervisor '' as I was told they were the only ones who could correct the issue. All 3 times they were supposed to call me back and each time I answered they disconnected before I was able to speak with anyone. The wait times on the phone run into hours and they NEVER respond to emails at ANY of their addresses. Their lack of ability to properly service my loan is causing me financial difficulty and is violation of the federal cares act as well as federal loan servicing standards.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33405
Submitted Via: Web
Date Sent: 2021-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-25
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I was approved for a mortgage forbearance, due to XXXX, from XXXX, XXXX through XXXX, XXXX. I sold the property in XXXX, XXXX. In XXXX, XXXX LoanCare reported to XXXX my mortgage as being 120+ days delinquent. I am in contract to purchase another property and this inaccurate delinquency on my XXXX credit report is preventing me from obtaining a mortgage commitment. LoanCare 's response has been inadequate. I need this issue resolved immediately or I risk my current contract becoming null and void if I do not obtain a mortgage commitment by XX/XX/XXXX. LoanCare should have never reported my previous mortgage as being delinquent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07036
Submitted Via: Web
Date Sent: 2021-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-23
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: 1. Secured a loan for the refinance/purchase of XXXX XXXX XXXX, XXXX XXXX, Utah in XX/XX/XXXX from XXXX XXXX/Loancare. 2. Requested a forbearance plan from XXXX XXXX/Loancare due to COVID in XXXX of XXXX. 3. Granted forbearance from XXXX XXXX/ Loancare ( see XX/XX/XXXX letter ). ( Due to that my employment was impacted by COVID, I was not working for several months ). 4. Mortgage sold/transferred to XXXX XXXX as of XX/XX/XXXX ( see service transfer dated XX/XX/XXXX ). 5. Mortgage still in forbearance as of XX/XX/XXXX ( see XX/XX/XXXX letter ) 6. Received a Loan Modification letter from XXXX, dated XX/XX/XXXX. ( please see XX/XX/XXXX letter ). Needed to respond by XX/XX/XXXX. 7. Mortgage sold/transferred to XXXX XXXX/Loancare as of XX/XX/XXXX ( see service transfer dated XX/XX/XXXX ). 8. Received statement dated XX/XX/XXXX from XXXX XXXX, causing confusion, as XXXX stated Loan would be transferred. 9. Called XXXXXXXX XXXX/Loancare on XX/XX/XXXX to get a mortgage statement, ( my purpose was two-fold : 1 ) to make sure I started paying the loan again to not default, and 2 ) I was in the middle of a refinance for another property, and the last piece of information needed was ONE mortgage statement for XX/XX/XXXX from XXXX/Loancare ). I was told XXXX/Loancare did not even have an account set up for me yet. I asked then about payments, and I was told I have a 30-day grace period for payments. I asked to receive e-statements. I was told statements would not be generated until the XXXX of the month. ( Please ask for the recordings of my calls ) 10. Called on the following dates following up : ( please see screenshots of calls ) a. XX/XX/XXXX b. XX/XX/XXXX c. XX/XX/XXXX d. XX/XX/XXXX. As of XX/XX/XXXX, there were still not any mortgage statements in my online account, even though I was told they were processed on the XXXX of each month. 12. On XX/XX/XXXX, the representative told me I was in a loan modification program and failed to make a payment. I asked what modification program? She said we called you. Please note, to date have never received any documentation regarding a loan modification, thru mail, e-mail, or otherwise, nor have I ever received a message from XXXX/Loancare regarding same. The only loan modification documentation I have ever received was from XXXX, not XXXX/Loancare ( see # 6 above ). Again, I requested statements, inquiring why they were not in my account. She told me XXXX/Loancare would be emailing me my XXXX and XXXX statements, that it would take 5 to 7 business days. Again, I have never received such statements ( and yes, I have checked my SPAM folder ). 13. On XX/XX/XXXX, I had a credit alert that my credit plummeted from XXXX to XXXX when XXXX/Loancare said I defaulted on a loan. It is hard to default on a loan when they have never mailed you a statement for what you owe on a monthly basis, nor a statement on your account on their website, and their website is inoperable to accept payments. ( Please note : I have had 3 other mortgages in my lifetime, and numerous car loans, and never have I defaulted on a loan ). 14. Called on the following dates to try to rectify my credit situation : aXXXX XX/XX/XXXX b. XX/XX/XXXX. To boot, the loan was paid off on XX/XX/XXXX, just 2 days after they said I defaulted. Please see closing documents from XX/XX/XXXX. And they must have KNOWN this, since the Title Company had to ascertain what the payoff amount was from XXXX/Loancare. 16. Call on XX/XX/XXXX lasted 2 hours. Waited 30 minutes for a representative to answer, at which time I explained my situation, then she transferred me on hold to a supervisor for another 1.5 hours, at which point, I had to get ready for a hearing, and pressed the number for a call back, which was supposed to be in one hour. I never received such call to date. I understand that we are in a labor shortage, but XXXX/Loancare is impossible to get ahold of on the phone. If I lived closer, I would go to their offices. 17. On XX/XX/XXXX, I received a letter dated XX/XX/XXXX regarding Please contact us about your recently missed mortgage payment ( see letter dated XX/XX/XXXX ). As you can see, I included the copy of the forwarding address from the USPS attached to the envelope ( I moved XX/XX/XXXX ), somehow this letter never got to me at my NY address, and then showed up 6 weeks after it was dated. This letter was not sent to me via email, nor is it under e-statements in my account on the website. ( It is also not my fault the USPS took 6 weeks to get this document to me when I changed my address ). Furthermore, they said I missed 13 mortgage payments. I did not miss 13 mortgage statements, I was in forbearance, and ready to begin payment XX/XX/XXXX ( evidenced by above efforts ). 18. Please see screenshots of their website. The ONLY statements on the website, are two of the same : a debt validation letter dated XX/XX/XXXX. No statements, no default letters. I repeatedly tried to pay a payment via their website from XX/XX/XXXX onwards, just to pay something, but the site would just keep generating for a long time and go to a message that said I didnt have access to my account. ( PLEASE ask for the recordings of my phone calls. ) No one offered to help on the occasions I actually got to speak to a representative and explained the website was not working for me to make payments. By the above statements, XXXX/LoanCare I believe is conducting predatory lending practices. They never sent me an actual mortgage statement, nor is there one on my account on their website. Did I owe the total from forbearance? Did I owe the regular monthly payment? I believe they saw the huge increase in housing prices in the housing market and wanted to default my loan so they could make a huge profit on the resale. That and the fact that the transition was so confusing from XXXX to XXXX/Loancare. I tried to be diligent about figuring out the transition, just to find out on XX/XX/XXXX I didnt even have an account set up yet with the new lender. It is completely irresponsible of a lender to not have my account set up yet on the date of my transfer. And the fact that their representative LIED to me, stating I would be receiving both XXXX and XX/XX/XXXX mortgage statements, which apparently do not exist as I have never received them via mail, email, nor are they in my account online. This company is extremely dishonest and fraudulent and should be investigated. I implore you to request the recordings of my phone calls, to see what I was requesting and how they tried to appease me but never actually help me sort all of this out.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07302
Submitted Via: Web
Date Sent: 2021-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Forbearance period was XX/XX/XXXX through XX/XX/XXXX, I resumed payments on XX/XX/XXXX. My promissory/forbearance paperwork was drafted incorrectly ( typo ) and never corrected during 90 day period. I contacted them multiple times with correct information but they wouldn't correct it. Company tried to force me to sign for 8 payments, not six. Sold my loan without paperwork in place, reported delinquent, credit problems immediately. New company will not honor any previous FHA guidelines for forbearance protection.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2021-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-21
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I received a Payoff statement on XXXX XX/XX/2021 for the amount of {$610.00}. I immediately sent a wire from XXXX XXXX. That wire was never accepted so I sent a wire through XXXX XXXX for the amount of {$610.00} to XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, CA XXXX Account name : XXXX XXXX XXXX XXXX # XXXX, Account number : XXXX, Attn : Payoff Department. I have been calling with no results. I have sent multiple e-mails to multiple people with no success. All I want to do is payoff my mortgage. They have locked my account online so I can not do anything through my account. I have copies of all the transactions. Now they are saying I am late yet I am paying off my loan 10 years early. I don't understand. Please help. XXXX XXXX XXXX XXXX cell
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 451XX
Submitted Via: Web
Date Sent: 2021-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a mortgage loan serviced by XXXX/Loancare. I am required to maintain an escrow account to pay for property taxes and homeowner 's insurance. The homeowner 's insurance is billed directly to XXXX/Loancare. When contacting XXXX/Loancare by phone, customer service agents claim that it was never received. Between multiple conversations with customer service agents, I have submitted the invoice electronically 4 separate times. Payment is due now and XXXX/Loancare claims that the invoice can not be paid until such time that there is an invoice to pay from. Please be clear that XXXX/Loancare has received this documentation 5 times during the past 6 weeks. This has happened in the past and XXXX/Loancare adds very expensive insurance to my mortgage claiming that I as the homeowner has allowed the insurance to lapse.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 904XX
Submitted Via: Web
Date Sent: 2021-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Due to a payment processing error with my mortgage, my account has been listed as delinquent for several months despite the fact that I have made a timely payment every month. My account has been reported to the credit bureaus as delinquent, which caused me to be denied when applying for credit. I have spoken with your customer service department by telephone and have not been able to resolve the issue, so I am submitting this written request to explain the situation and ask that you resolve it as quickly as possible. Time is of the essence because this mistake continues to damage my ability to obtain credit and is causing me financial hardship. The issue that arose is as follows : at the beginning of 2020 my mortgage payment was {$2600.00} due on the first of each month. I made the XX/XX/2020 through XX/XX/202 payments in advance of the due dates, and these payments are correctly reflected on my account statement. The issue began with my XXXX payment. I made the usual payment 0f {$2600.00} on XX/XX/2020. Instead of being applied to the XXXX payment, this amount was places in suspense, and then applied toward my principal on XX/XX/2020. I was not contacted by customer service or informed of any issue. As far as I knew, I had made an XXXX payment well in advance of the due date. On XX/XX/XXXX, I made another payment of {$2600.00}, which I reasonably believed was a timely payment for XXXX. This amount was also applied to principle. On XX/XX/XXXX, my account was assessed a late fee since no XXXX payment had been reported on my account. On XX/XX/XXXX, still unaware of any issues, I made a {$2600.00} payment for XXXX. Around halfway through the month, I was informed that the payment had increased to {$2700.00} per month after the annual review of my escrow account, and I needed to pay an additional {$120.00}. I paid the additional amount on XX/XX/XXXX, and the payment was applied on XX/XX/XXXX. No one mentioned that the amount was applied to XXXX as a late payment and that now my XXXX payment was reflected as late. As far as I knew, I was caught up through XXXX and my next payment was not due until XX/XX/XXXX. I made that payment, in the amount new amount of {$2700.00} on XX/XX/XXXX. I made three more payments of {$2700.00} during 2020. They were made on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Each of these was reflected as a late payment for the previous month. The total amount of mortgage payments due in 2020 was {$32000.00} ( {$2600.00} for the first seven months and XXXX for the last 5 months ). My actual payments are well in excess of this, totaling {$37000.00}. I never indicated that any of my 2020 payments were intended to be applied directly to principal instead of to the monthly amount due. That action was taken in error and without my knowledge, leaving my overpaid mortgage account listed as delinquent and accruing late fees. I am writing to request that you reverse the XX/XX/XXXX and the XX/XX/XXXX payments that were incorrectly applied to principal, and instead apply them as a timely payment for XXXX. This will result in all the other 2020 payments being applied to the appropriate months as timely payments. Please reverse all the late payment charges applied to my account, since the payments I submitted, once they are correctly applied, will have covered all payments due for 2020 on or before their due dates. Please contact the credit bureaus IMMEDIATELY and have all reports of delinquency removed from my credit history.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021, I called my mortgage servicer, Loancare, to pay my monthly mortgage payment. I was advised that the payment increased from {$740.00}, that was paid post-forbearance and loan modification in XX/XX/2021 and XX/XX/2021, to a current payment amount of {$1000.00}. I was given no written or verbal notification of this increase in payment. Between XX/XX/2021 and XX/XX/2021, I made 10 calls to Loancare in attempt to get an explanation for the payment increase. I was told by three different representatives that I owe three different monthly amounts. The rationale varied from an escrow shortage, HUD tax lien, being on a trial payment amount and finally a large increase in my local school taxes. Any attempt to speak with a Manager resulted in either a disconnected call or two hour wait with no one answering or no return call.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77449
Submitted Via: Web
Date Sent: 2021-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-20
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: In XX/XX/XXXX I was late on one payment. Called my loan care to get options. They said I have none. Called again they told me I could do a trial loan modification. Started the process. Was told I would need to pay 3 months and it wouldnt affect my credit score. Also that I could choose to not do it at the end. After 3 months the company went silent did not respond to my calls or email or inquires for help about next steps. Then was told I failed to make 4th payment and have to start over. Called over 5 times looking for call back from manager no responses. Covid hit was told I had to go in forbearance and not do another mitigation because they werent doing them at that time. Was told it would not affect my credit. Called for several months asking when I could comeplete the modification. Finally was able to complete the modification in XXXX. Completed the 4 months. Company told me that my credit report would be changed to reflect payments. I have been making payments continuously only during the 6 month period of forbearance. Was told I had to do forbearance or pay an amount that equates to like XXXX plus interest and not the original debt of the past due payments. I have attempted to email and all this company to fix the errors of the months they are reporting I did not make a payment when Im fact I was making payments under the trial modifications and in a period of forbearance. I was given misleading damaging information that almost out in to bankruptcy and foreclosure from one late payment. I was told during that one month of a late payment my only option was a loan modification which is untrue. Ive asked them to pull the calls several times. I would have not entered into any agreements without the false and misleading information from their staff. Now I am showing that I have not maid a payment since XXXX when in fact I have been making payments. They refuse to investigate or fix their mistakes. They have been made aware of my complaint for 2 years now and have failed to act or remedy the situation
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38133
Submitted Via: Web
Date Sent: 2021-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-20
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My Mortgage servicer reported my mortgage a rolling 30 days late while I was under a forbearance during Covid. Under the " CARES ACT '' we requested a forbearance since my work was interrupted my Mortgage lender explained to me once I was at least 30 days late the forbearance would take place and I would be under the support of the CARES ACT. They stated if I was not delinquent they would not offer the program. Once I became in default I would have 12 months of protection under the CARES ACT. Within 45 days I was back to work, I felt I had not need to accumulate unpaid interest and I continued my payments I did stay 30 days late eventually up but I thought best to continue making my best efforts to make a payment each month in which I did. I have recently monitored my credit and I have found that my credit was rated negatively while I was under the CARES ACT. I have tried on more than one occasion to reach out to the Lender with little or no response. The entire time I thought I was doing good by at least making a payment each month and it seems I did nothing to help my situation. I also have found out that I did not need to be in default to get protection the Lender mislead me completely.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75078
Submitted Via: Web
Date Sent: 2021-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A